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Understanding the Impact of Chatbots on Purchase Intention

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Information Systems and Technologies (WorldCIST 2022)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 470))

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Abstract

This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.

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Author information

Authors and Affiliations

  1. University of Minho and CICS.NOVA.UMinho, Braga, Portugal

    Ana Maria Soares

  2. University of Minho, Braga, Portugal

    Catarina Camacho

  3. Research Centre in Management and Economics (CEGE), Catolica Porto Business School, Catholic University of Portugal, Porto, Portugal

    Maher Georges Elmashhara

Authors
  1. Ana Maria Soares
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  2. Catarina Camacho
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  3. Maher Georges Elmashhara
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Corresponding author

Correspondence to Ana Maria Soares .

Editor information

Editors and Affiliations

  1. ISEG, Universidade de Lisboa, Lisbon, Portugal

    Alvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. Institute of Data Science and Digital Technologies, Vilnius University, Vilnius, Lithuania

    Gintautas Dzemyda

  4. DCT, Universidade Portucalense, Porto, Portugal

    Fernando Moreira

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Soares, A.M., Camacho, C., Elmashhara, M.G. (2022). Understanding the Impact of Chatbots on Purchase Intention. In: Rocha, A., Adeli, H., Dzemyda, G., Moreira, F. (eds) Information Systems and Technologies. WorldCIST 2022. Lecture Notes in Networks and Systems, vol 470. Springer, Cham. https://doi.org/10.1007/978-3-031-04829-6_41

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